Case:CAT 365 Citizens portal
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This case is an example from the EU Goodpractice Framework.
Contents |
Contexts
Although the fundamental problem is the same as in other areas (learning, finding work) the process of creating a company gives the clearest example of the complexity of the process. In Catalonia three levels of administration exist; local, regional and state, all with responsibility in these matters. This results in the situation where the creation of a company becomes an obstacle race, sometimes even proving too much for the entrepreneur. There have been many studies about this, concluding that there is too much paperwork, that the different levels of administration ask for too many certificates for each procedure and that there is hardly any interchange of information between them. The various administrations are unaware of the amount of documentation being asked of the entrepreneur because they each have only their own partial and narrow view of the complete process of setting up a company. The citizen is the one who suffers because of this. Despite this, in Catalonia around 2,000 trading companies are formed each month (some 20% of those created in Spain).
How can we increase efficiency and add value? By gathering together in one single place all the existing services to enable citizens to
- find work,
- find training, or
- create a company.
At CAT365 we integrate any service that can contribute to these objectives, regardless of its origin, as long as it adds value and is useful.
Basic outline
Formulated Goal
The short-term objective has been the integration of services to meet three specific needs:
- I want to be trained,
- I want to work, and
- I want to create a company.
The information is presented linked to areas of interest, rather than by administration department. This means for example that in the section "Studying and training" the contents are ordered as follows:
- an introduction to the Catalan educational system,
- education according to age,
- other studies (artistic, languages, adult, etc) and
- the assistance and grants available.
But we need not stop here. Wherever possible, procedures and and the information required to complete associated formalities should be found in the same place, so that for instance for the entrepreneur creating a company is a single process, although dozens of sub-processes may in fact be involved. Our guiding model here is the creation of a single procedure which produces a personalised form that once filled in and accompanied by the required documentation, activates all the sub-processes of all the administrations involved automatically.
We believe that working in this way helps the Catalan citizens to use public services in a simpler way. But it also offers a powerful tool for any European citizen who wants to come to live and work in Catalonia, or who wants to enrol in any of our country's universities.
Case Issues
The benefits of implementing this strategy are: For the citizens
- making public services accessible 24x7
- simplifying dealings with the administration
- obtaining the desired service quickly and smoothly
- eliminating the need to travel
- applying aspects of social principles: non-exclusion, ease of access to the new technologies,
For the administration
- improving services means an improved image
- improving internal efficiency
- integrating different provision channels
- promoting the use of new technologies
- enjoying big economies of scale
Stakeholders
Citizens and civil servants.
Technology
The following technological support was chosen for the development of the AOC:
- Microsoft's eCommerce Platform containing the following components:
- Windows 2000 Advanced Server as an operating system and related services (directory, web server,
application server),
- .NET Servers (Content Management Server, BizTalk, Commerce 2000, Exchange, HIS, Application
Center, SharePoint Portal Server and SQL Server),
- Visual Studio and Microsoft Solution for the Internet Business (MSIB)
- Architecture ACA DNA2000 (Avanade)
- Hardware: Hewlett Packard
- CRM: Siebel
- Call Centre: Nortel
- Digital Signature: Safelayer (software) and GyD (cards and readers)
- ePayment: "la Caixa"
A set of technical components was created to develop the services on this platform, namely:
- SMS and e-mail notice system
- Parametrizable notice board system
- Subscription and publication system
- Structured content management system
- Citizen Participation architecture: forums, chats, distribution groups
- Dynamic document generation module in pdf format
- System integration architecture and cross-platform technology connectors
- Data access components
- Security components
Integration gateway between the Telephone call centre and the Portal
- Customer Relationship Management (CRM) with Citizens
The appended document "Technology architecture" completes the information on the logical and physical architecture of the technological platform.
Administrative context
Organisation of the work team: One of the partners in the project, the Generalitat de Catalunya, has had 250 people participating since its start. This comprised: one full time official from the general directorate of the Presidency Department (DG Operational Planning), as well as personnel from the Centre for Telecommunications and Information Technologies as well as teams in each department (contents coordinator, departmental coordinator, training manager, communication manager, service managers).
The great complexity of the AOC project has required the training of a team of professionals with the following profiles:
- Project Directors
- Managers
- Team Chiefs
- Functional Analysts
- Technical Analysts
- Programmers
This team (83 people at present) has been organised into different workgroups, allowing them to undertake the project's various tasks.
The defined teams were:
- e-Services'
In charge of the construction and launch of the new services of the CAT365 Portal.
- Corporate Services
In charge of defining, developing and setting up the set of cross-platform services necessary for the evolution of the present service provision model.
- Organisation of Multichannel Citizen Attention (OAMC)
In charge of defining the model of personal attention and activating the CAT365 points
- Competence Centre
In charge of the maintenance of the evolution and correction of the services set up in the CAT365 Portal in previous phases and of the evolving maintenance of the common current modules.
In charge of helping the organisation to reduce the risks associated with the setting up of the AOC by means of actions that aid the understanding and adaptation of all associated collectives.
- Technology
In charge of supporting the architecture of execution and development and of the Competence Centre and services teams, as well as the maintenance and evolution of the technological platform.
- Programme Office
In charge of the programme management in order to ensure a global vision of the project.
